Michelle Betts
Mesa,United States
Summary
Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Operations Manager
Cruise
11.2022 - Current
- Lead and oversee teams to optimize workflow in alignment with operational benchmarks
- I also maintain stringent quality control measures, while ensuring alignment with regulations and company protocols
- Effectively manage budgets to curtail expenses while preserving quality and efficiency
- Assess both team and individual performances, offer constructive feedback, and enact enhancements to drive progress
- Direct and supervise teams to ensure efficient workflow in adherence to operational standards
- Manage budgets and expenditures to minimize costs without compromising on quality/efficiency
- Evaluate team and individual performance, provide feedback, and implement improvements
- Met organizational objectives by contributing to development and execution of strategic plans
- Ensured continuity and resilience in operations by identifying and mitigating operational risks.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Customer Support Operations Manager
ThredUp
09.2021 - 11.2022
- Oversaw customer support representative team and their leadership, ensuring daily operations aligned with procedures, identifying system improvements and enhancing team efficiency
- Cultivated motivated team, driving higher customer satisfaction and bolstering brand perception
- Orchestrated daily workflows, reallocating resources as needed to surpass service-level agreements
- Balanced short-term goals with sustainable long-term vision
- Generated impactful performance reports for informed decision-making and pinpointing areas for enhancement
- Leveraged operational data to devise actionable strategies, establishing clear metrics for team KPIs
- Championed development of project documentation, ensuring transparency and alignment among team members.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Analyzed and reported on key performance metrics to senior management.
- Developed systems and procedures to improve operational quality and team efficiency.
Operations Manager Dasher Support
DoorDash
06.2019 - 10.2021
- Interacted with advisors across diverse channels, addressing inquiries and feedback effectively
- Aligned issue resolutions with client needs for optimal satisfaction
- Maintained meticulous records of interactions, transactions, and feedback to guide informed decision-making
- Orchestrated daily team operations to ensure seamless functioning and goal congruence
- Delegated tasks based on team members' strengths and capabilities, maximizing overall productivity
- Conducted in-depth training sessions to unlock team potential, fostering confidence, product expertise, and communication skills
- Conducted quarterly performance evaluations to offer valuable feedback for ongoing improvement.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Analyzed and reported on key performance metrics to senior management.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Roadside Assistance Supervisor
Uhaul Moving and Storage
05.2015 - 06.2019
- Directed a specialized team of 28 agents and three team leads, driving improvements in the overall customer experience
- Oversaw the creation and implementation of customized training programs adhering to high business standards
- Efficiently organized, allocated, and oversaw resources to ensure smooth operational continuity
- Evaluated employee performance to identify strengths and areas needing development.
- Collaborated with other departments to identify areas for improvement and implement beneficial changes across the organization.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Reduced expenses for the department by optimizing resource allocation and closely monitoring budgets.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
General Manager
Gilbert Collision Center
02.2002 - 11.2016
- Oversaw equipment inventory management to ensure seamless operations
- Guided employees in swift resolution of escalated complaints
- Directed activities of body shop employees in adherence to deadlines, productivity benchmarks, and maintenance of high-quality standards
- Acted as a primary resource and decision-maker in the owner's absence, while administering all operational aspects of the business.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated favorable contracts with suppliers, resulting in lower costs for parts and materials without sacrificing quality.
Education
Bachelor of Science - BS, Behavioral Sciences -
Grand Canyon University
Phoenix, AZ01.2022
Bachelor of Business Administration - BBA -
Arizona State University
Phoenix, AZ01.2014
Bachelor of Applied Science - BASc -
University of Arkansas At Little Rock
Little Rock01.2005
Skills
- Performance Improvement
- Teamwork
- Implementation Plans
- Business Planning
- Development Of Employees
- Coaching
- Team Management
- Organization Skills
Websites
Certification
- Three Tips for Managing Egos and Difficult Emotions - LinkedIn
- Critical Thinking for Better Judgment and Decision-Making - LinkedIn
- Customer Service Leadership - LinkedIn
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsAccomplishments
- Reduced operational expenses by 23% by streamlining branch operations.
- Managed a team of 285 employees, improving overall productivity by 25% through effective coaching and performance management.
- Lead a team of cross-functional stakeholders to develop and implement a new employee training program, resulting in a 30% increase in employee productivity and a 20% decrease in employee turnover.
- Developed and implemented a new performance management system, resulting in a 20% increase in employee engagement and a 15% increase in productivity.
- Implemented a new quality assurance program that resulted in a 20% increase in customer satisfaction scores
Timeline
Operations Manager
Cruise
11.2022 - Current
Customer Support Operations Manager
ThredUp
09.2021 - 11.2022
Operations Manager Dasher Support
DoorDash
06.2019 - 10.2021
Roadside Assistance Supervisor
Uhaul Moving and Storage
05.2015 - 06.2019
General Manager
Gilbert Collision Center
02.2002 - 11.2016
Bachelor of Science - BS, Behavioral Sciences -
Grand Canyon University
Bachelor of Business Administration - BBA -
Arizona State University
Bachelor of Applied Science - BASc -
University of Arkansas At Little Rock
Similar Profiles
Jason LowdenJason Lowden
Senior Developer Productivity Engineer II at CruiseSenior Developer Productivity Engineer II at Cruise
Brandon ShipleyBrandon Shipley
Commercial Operations Coordinator at CruiseCommercial Operations Coordinator at Cruise
Adrian Nnamdi AkahAdrian Nnamdi Akah
Driverless Support Specialist at CruiseDriverless Support Specialist at Cruise